Passing on our safety messages so they are understood accurately can be tricky. When words flow in abundance, ideas quickly lose their integrity. We thought we said, “Move the tray to the right,” but our listener insists we said, “Move the tray right away.” Why is it so easy to confound instructions? Are people just lazy and don’t pay attention? Sometimes.
But when you consider what’s going on between two or more people while they exchange thoughts, it’s amazing that we ever understand anything. When you want someone to understand your message, whether extremely complicated or amazingly simple, keep these five points in mind:
1) It’s your message, so it must be clear in your mind first. If the message is muddled while in your possession, it will become a mess when someone else gets hold of it.
2) People think in pictures, not words. Ask someone what they think of when you say “Alaska” and they will tell you “cold,” “snow,” “Eskimos,” or “Klondike bar.” They won’t say “A” “l” “a” “s” “k” “a.” Keep this in mind when you send out your words. Consider what picture your message will create.
3) Once is not enough-at least not when the message is critical and involves someone’s safety. Repeat the vital part of your message.
4) Speculate on ways the message could be misinterpreted. Napoleon Bonaparte was a stickler for crystal-clear communication. He had a saying that applies to much of today’s world of business: “An order that can be misunderstood will be misunderstood.”
5) Keep your audience in mind not only when you’re sending your message, but also when you’re crafting it.
